Business Profile

Mailing Equipment

Quadient, Inc.

Headquarters

Complaints

This profile includes complaints for Quadient, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

133 total complaints in the last 3 years.
71 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:01/23/2025
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Quadient Leasing contacted our business in mid-2024 and told us that the postage machine we were leasing would no longer be working as of 12/31/24 due to a change in ****** ******* regulations. Quadient told us that we had to sign a new lease for a different postage machine. We had signed our five year lease in June 2021 for the specific machine that was listed on Quadient's order form. The new postage machine Quadient told us we had to lease is incompatible with our office's technology and postage needs. When we explained this to the sales person who contacted us by phone, we were told we still had to enter into the new lease. We wrote Quadient repeatedly about this, asking to return the machine and receive a refund for the postage remaining that we had already paid for, but the only response we received was a form reply directing us to call a number where we were repeatedly put on hold. Finally after repeated attempts to get through to a Quadient representative, we received emails telling us that we had to either enter into a new lease for the different machine we could not use, or pay over $3000 to terminate the lease. Since it was Quadient that wanted to change our original lease, by substituting a postage machine we could not use and did not want, it is unfair for Quadient to demand that we pay a penalty to terminate the lease it refuses to honor, and to ignore our request for a refund of our unused postage.
Business Response
Date: 01/31/2025
Hello *******,

I am very sorry to
hear of your experience. I have reviewed your account and the details of your
complaint.

Your request to
terminate your lease early without penalty, with nothing further due, as a
result of the 2025 decertification of your ***** equipment by the ****** ******
****** ******* has been approved. You will receive return instructions next
week with a link to print a prepaid return label.

We attempted to call
you to provide instructions to perform a meter withdrawal to initiate the
refund for the funds remaining on your meter, but we were unable to reach you.
We will attempt to call you next week to touch base and provide further
assistance with this.

We appreciate your
patience. We will work closely with you until this matter is fully resolved. If
you have any questions, please reach out to me directly at ******************.

Sincerely,

Kimberly A**
Customer Answer
Date: 02/06/2025
We are waiting to see if Quadient honors its new commitment to release us from our prior lease for its now inoperative postage meter and refund our unused postage. Although Quadient has taken some steps toward resolution (which we have responded to), we have not yet received the promised refund.
We are also concerned that contrary to its statements to BBB on January 31, on February 5 Quadient Loyalty Account Manager Denise M****ll emailed me to ask about renewing our old (and now obsolete) lease -- despite our repeated and explicit requests to be completely released from that lease because it was for a postage meter that is now inoperative and we don't want the different meter that Quadient has been insisting we must accept instead.
So no, at this point our complaint has NOT been completely resolved.

Business Response
Date: 02/07/2025
Hello *******,

Your lease contract
********* has been terminated. You were notified of this in writing via the
Better Business Bureau on February 4, 2025 and via phone on February 5, 2025.

During the February
5, 2025 phone interaction, your office (**** ********) was provided instructions
to obtain your refund check for the unused postage on your decertified meter.
The meter inside of the equipment is property of the ****** ****** ****** *******.
Your refund request has been submitted to the **** for processing. It may take
4-8 weeks to receive your refund check from the ****** ****** ****** *******.
This refund is not issued by Quadient.

We will have our
marketing team remove you from any future sales or marketing communications.

If you have any
questions, please reach out to me directly at ******************.

Sincerely,

Kimberly A**
Initial Complaint
Date:01/22/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Our annual renewal of our postage machine was in May 2024. The invoice was accidentally paid twice through their website. Not long after that, we decided to cancel the lease and return the machine. We were correctly refunded one of the renewal amounts minus two months due to that cancellation. However, they have not refunded the duplicate payment, which should be refunded in full.

We have sent them our bank statement multiple times showing the two payments, with different NEOOLM tracing numbers, and the leasing department is researching the issue...again. We have been trying to get Quadient to refund the duplicate payment of $710.81 since June 2024. They've started multiple case numbers to look into it and just keep saying they need more time.

We don't understand why it's taking so long when we have two different tracing numbers generated by Quadient itself. Written proof that they received a double payment, and they keep putting us off saying they need to research it more. It's giving the impression that they're delaying in hopes that we get sick of dealing with them and give up. If that's the case, that isn't going to happen. This is very poor customer service, and they owe us that money.
Business Response
Date: 01/28/2025
Hello ****,

I am very sorry to hear of your experience. I have
reviewed your account and the details of your complaint.

Thank you for speaking with us today to discuss your
concerns. We have contacted our Accounts Payable team to check the status of
your remaining refund check in the amount of $710.81. We will reach out to you
to provide the refund check number and to provide confirmation once the refund
check is en route to you.

We appreciate your patience. We will work closely
with you until this matter is fully resolved. If you have any questions, please
reach out to me directly at ******************.

Sincerely,

Kimberly A**
Customer Answer
Date: 02/05/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. They are sending a refund check that should arrive today. After eight months of trying to get this resolved, this complaint got their attention. Thank you!

Sincerely,

**** *******
Initial Complaint
Date:01/16/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We ordered a refill ink cartridge that is compatible with the old model of postage machine. Quadient then forces us to upgrade our machine and the new machine is not compatible with the old ink cartridges. Which is dumb, why not make the new machine have the same ink cartridge? I asked if we could send it back for refund and they said no. I think a partial refund just for the cartridge is fair which is $154 before tax, fees and shipping. The total comes to $176.09.
Business Response
Date: 01/24/2025
Hello
********,

I am very sorry to
hear of your experience. I have reviewed your account and the details of your
complaint.

I am having trouble
locating a recent supply order on your account. Your last supply order purchase
for ink was on November 13, 2023. The amount of the order does not match the
amount you included in your complaint.

We called you today
to provide further assistance, but your front desk receptionist informed us you
are intermittently working from home today and are unavailable. We left a
message with your receptionist with the best number to reach us back at. We
will also send you a follow-up email. We look forward to speaking with you to
help address your concerns.

Sincerely,

Kimberly A**
Customer Answer
Date: 01/28/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

******** ********
Initial Complaint
Date:01/16/2025
Type:Order Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We have been leasing a postage machine from Quadient for many years now. As of 12/31/24, the machine is no longer in compliance. We have contacted Quadient several times to discuss the return of the machine and what happens to all the finds we have paid for that are still “in the machine”. We were told that we could request a lease termination request which would generate a quote for early termination fees. The fees totaled $2584!!!! This termination reason was out of our control. We emailed and received the following response: For any meter’s decertified by the **** , you can contact ###-###-#### for a replacement meter only. The lease is a non-cancelable agreement. The quote is given as an option to terminate the lease early. You have the option to continue to pay the lease until maturity or you can pay the termination amount. We are stuck in the lease of a machine that we are unable to use and are expected to either pay $2584 to return the machine or begin a new long-term lease with a company that we've lost faith and trust in. At this point, we simply want to return the useless machine without being penalized and go our separate ways. We are seeing several other Quadient complaints to BBB are for this exact issue. I don't think customers should have to go to this extreme to receive a fair resolution.
Business Response
Date: 01/23/2025
Hello
*****,

I am very sorry to
hear of your experience. I have reviewed your account and the details of your
complaint.

We will submit a
request to terminate your contract early without penalty, with nothing further
due, as a result of the 2025 decertification of your ***** equipment by the
****** ****** ****** *******. We will follow-up with you by next week to
confirm if the request has been approved.

We appreciate your
patience. We will work closely with you until this matter is fully resolved. If
you have any questions, please reach out to me directly at *******************

Sincerely,

Kimberly A**
Customer Answer
Date: 01/29/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***** *******
Initial Complaint
Date:01/15/2025
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We were charged a late charge several months back for no reason. The late charge has triggered repeated monthly late charges to date. Credit has refused to address the issue.
Business Response
Date: 01/21/2025
Hello ***,

I am very sorry to
hear of your experience. I have reviewed your account and the details of your
complaint.

Thank you for
speaking with us this afternoon to help resolve the issues you are experiencing
with your postage finance account. The following fees have been credited to
account *******************. Please allow 24 – 48 hours for the credits to post
back to your account.

07/29/2024
$49.00 Late Fee (*Credited)
08/28/2024
$49.00 Late Fee (*Credited)
09/27/2024
$49.00 Late Fee (*Credited)
10/28/2024
$49.00 Late Fee (*Credited)
11/29/2024
$49.00 Late Fee (*Credited)
12/27/2024
$49.00 Late Fee (*Credited)

Since the postage
finance account will continue to incur late fees if the full statement balance
is not paid in full by the due date, you will notice another late fee on your
January statement. As discussed, we will credit this fee to ensure we get you back
on track. Thank you for your patience while we work to resolve this together.

If you have any
questions, please reach out to me directly at *******************

Sincerely,

Kimberly A**
Customer Answer
Date: 01/22/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
I appreciate your efforts that raised the importance of this issue. I believe trust will be re-established and we will move forward with a good working relationship. Unfortunately, the issue creating this trap seems to be out of their control to fix. Computer programming allows for a rocket to land on the structure it departed from so it can be reused: but, the computer coding is unavailable to fix the way late charges are applied?
When this type of situation occurs, it appears that the vendor is taking advantage. In my experience when this happens, it is usually a third party service that is processing payments. In fairness, I assume that to be the case here.

Sincerely,

*** ****
Initial Complaint
Date:01/13/2025
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We were contacted by a Quadient Sales representative in early November regarding our postage meter not being IMI compliant as of 12/31/2024 event though our lease set to expire on 11/12/2025. The quote for a replacement machine was triple our current cost. We have attempted on 11/19/2024, 11/23/2024, 11/25/2024, 12/05/2024, 12/10/2024, 12/19/2024, and again on 01/10/2025 to communicate with the sales rep and ************ ********* **.******************************** in regards to confirming our postage lease is in non-renewal status and arrange for pickup of OBSOLETE equipment. Our five (5) requests to confirm this have gone unanswered and unacknowledged other than a system generated “early termination invoice for $2,989.43. That is more than 3x the remaining lease payments due. The situation we find ourselves in is that Quadients original sales representatives leased us a machine that they knew was not “IMI” compliant and is now OBSOLETE. The current sales associates was trying to put us into a new machine at triple the cost and turning in OBSOLETE equipment is somehow 3X more expensive than paying the remaining 11 months on a lease? This feels the equivalent of a shakedown. We have sent at least 5 emails for clarification, all of which have gone responded to. This is not a good business practice. Why reach out to me 45 days to try to triple my cost and then act surprised when we say no thank you, pick up your equipment.
Business Response
Date: 01/20/2025
Hello *****,

I have reviewed your
account and the details of your complaint.

Your ***** auto-feed
machine has not been decommissioned by the United States Postal Service and
will remain in compliance through 2027. Please accept my apology for any
confusion that may have occurred.

You received an
early termination quote because the 63 month lease contract agreement with
Connect Credit Union does not reach maturity until November 12, 2025. The terms
and conditions of the lease contract outline the agreement is non-cancelable
and includes a promise to pay through the term mutually agreed upon. I have
attached a copy of your lease ********* and the contract terms and conditions
for your convenience.

If you are
interested in terminating once the lease reaches maturity at the end of your
contract term, the early termination quote would not apply. An updated
cancellation letter would need to be submitted with the requested cancellation
date of November 12, 2025.

Please email our
Accounts Receivable team at us ******************************** for further
assistance with your early termination quote if you would like to proceed with
the early termination of your lease contract.

Sincerely,

Kimberly A**
Customer Answer
Date: 01/21/2025

Complaint: ********

I am rejecting this response because:. It was not confusion. It was a flat out lie by your sales team that the machine would become obsolete on 1/1/25 in an attempt to put me into a new lease at three times the cost. All of the emails have been provided to Windy S*******, including correspondence where we question, "why we were leased a machine that would become obsolete during the lease?" At that point your sales rep could have corrected herself. In addition, the collections team could have corrected themselves when the same question was posed. Deceptive sales tactics.

Sincerely,

***** *****
Business Response
Date: 01/21/2025
Hello *****,

Please email our
Accounts Receivable team at us.******************************** for further
assistance with your early termination quote so that we can help resolve this
for you.

Sincerely,

Kimberly A**
Customer Answer
Date: 01/21/2025

Complaint: ********

I am rejecting this response because: I did that in November and was given a lease termination quote of nearly 3000.00, which is 3x's what are remaining lease payments are. I will address any future correspondence regarding this matter through ***** ******** * *********

Sincerely,

***** *****
Business Response
Date: 01/23/2025
Hello *****,
If you are
interested in terminating once your lease reaches maturity at the end of your
contract term, the early termination quote would not apply. An updated
cancellation letter would need to be submitted with the requested cancellation
date of November 12, 2025.

We are able to
continue to work with you on a settlement offer for the total sum of payments
remaining in the lease term. Windy will call you today to provide assistance
with this. If you refuse the settlement offer, you must work directly with our
Accounts Receivable team at us.********************************

Sincerely,

Kimberly A**
Initial Complaint
Date:01/08/2025
Type:Order Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was contacted by Quadient Leasing halfway through 2024 that our machine would no longer be working as of 12/31/2024 due to the **** law change, impacting their metering device. We are on a lease, and per the lease, it is for the machine and is non-cancelable. I understand that, however, we are not the ones terminating the lease, the law is. I was told to call back in Dec 2024 when speaking to the rep halfway through the year. I did that, and I was told my options are to return the equipment and request a termination quote, or, sign up for a new lease on the new legal machines, not for the remaining amount of time on my lease, but for a new fresh five years. I offered to return the equipment and just keep my lease until September of 2026. She said that's not an option. They sent us a termination bill for $2,188.27 for over a year left on our lease. That's ridiculous. Quadient has defaulted on the lease, not us.
Business Response
Date: 01/14/2025
Hello ******,

I am very sorry to
hear of your experience. I have reviewed your account and the details of your
complaint.

Thank you for
speaking with us today discuss your concerns. Once your payment
posts on lease invoice number ******** and on your postage funding account
number *******************, we will submit a request to terminate your contract
early without penalty, with nothing further due, as a result of the 2025
decertification of your ***** equipment by the ****** ****** ****** *******.

Thank you for
working with us to help resolve your concerns. We will work closely with you
until this matter is fully resolved. If you have any questions, please reach
out to me directly at ******************.

Sincerely,

Kimberly A**
Customer Answer
Date: 01/15/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

****** *****
Initial Complaint
Date:01/08/2025
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was contacted by Quadient in 2024 letting me know that our postage machine will be considered non-compliant effective 12/31/2024 by the ****. I was told that I could either sign a new 3 year contract and get an upgraded machine or I can cancel and pay $1,993.26 for an early termination fee. We have had our current contract (which was a renewal) for 2.5 years and pay $1,029.12 per year. The postage machine is one that we lease from Quadient and they are therefore, obligated to provide a working machine. I have spent over 5 hours on hold and spoke with people in every single department as they just keep transferring me around. No one at Quadient has attempted to resolve my issue. I would either like to have a working/compliant postage machine or to be let out of my contract at no charge as this is not an issue that we could control in any way.
Business Response
Date: 01/11/2025
Hello ******,

I am very sorry to
hear of your experience. I have reviewed your account and the details of your
complaint.

Thank you for
speaking with us to discuss your concerns. You will still need to pay past due
invoice ********, and you will also need to pay for the postage that was
financed on your postage funding account *******************. Once the these
invoices have been paid, we will submit a request to terminate your contract
early without penalty, with nothing further due, as a result of the 2025
decertification of your ***** equipment by the ****** ****** ****** *******.

Thank you for
working with us to help resolve your concerns. We will work closely with you
until this matter is fully resolved. If you have any questions, please reach
out to me directly at *******************

Sincerely,

Kimberly A**
Initial Complaint
Date:01/07/2025
Type:Order Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We have been leasing a postage machine for several years. Effective 12/31/24, the machine is no longer in compliance with the ****. We began contacting Quadient several months prior to discuss the return of the machine and were finally able to get in touch with someone helpful on 12/16/24. She explained that we could request a lease termination request which would generate a quote for early termination fees. The fees totaled $2911. She then explained that we could dispute the fee because the termination reason was outside of our control. She told us to call collections inquires to dispute, which we did on 12/17/24 and were told we would have a response in 24-48 hours but got nothing. In the following weeks, we have reached out 4 times and have either gotten no response or have been bounced around to different departments and employees that are unable to help. We emailed and received the following response:
For any meter’s decertified by the **** , you can contact ###-###-#### for a replacement meter only.
The lease is a non-cancelable agreement.
The quote is given as an option to terminate the lease early.
You have the option to continue to pay the lease until maturity or you can pay the termination quote.

On 1/7/25, we spoke to our account manger Darnell(?) who explained that the quotes are auto generated and nothing can be done to dispute them. If this is the case, why were we given instructions to dispute it and provided contact information to do so?
We are stuck in the lease of a machine that we are unable to use and are expected to either pay $2911 to return the machine or begin a new long-term lease with a company that we've lost faith and trust in. At this point, we simply want to return the useless machine without being penalized and go our separate ways.
As I researched this, I found that the last 4 Quadient complaints to BBB are for this exact issue. I don't think customers should have to go to this extreme to receive a fair resolution.
Business Response
Date: 01/09/2025
Hello *****,

I am very sorry to
hear of your experience. I have reviewed your account and the details of your
complaint.

We will submit a
request to terminate your contract early without penalty, with nothing further
due, as a result of the 2025 decertification of your IS350 equipment by the
****** ****** ****** *******. We will follow-up with you by next week to
confirm if the request has been approved.

We appreciate your
patience. We will work closely with you until this matter is fully resolved. If
you have any questions, please reach out to me directly at ******************.

Sincerely,

Kimberly A**
Customer Answer
Date: 01/10/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

**** *********
Initial Complaint
Date:01/02/2025
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We have a leased machine I***** ****** from Quadient Leasing. This lease is until February 4th 2025. I have been trying to cancel the contract since July 2024. In July, I requested via email a cancellation due to the machine not being certified after 12-31-24. I requested this because for our nonprofit organization it is not feasible to keep using a machine and Quadient wanted us to sign a new contract for a machine that is certified. After requesting the cancellation, we were requested to pay $1,424.37 for early termination. I denied paying the fee and kept using the machine until current. I called the company multiple times asking what can we do on 12-31 with a decertified machine. I was told to call back closer to 12-31, that they don’t have a plan if a company doesn’t want to sign a new contract. On 12-20-24, I sent another cancellation email and requested what to do next. Today 1-2-25 I called Quadient to ask about cancellation and what to do with the machine. I was told they have over another 30 days to review my account and cancellation (inwhich my lease will be up by 2-4 and we would have paid until then.)
Business Response
Date: 01/07/2025
Hello *****,

I am very sorry to
hear of your experience. I have reviewed your account and the details of your
complaint.

Your cancellation
has been processed, and return labels have been sent to you. If you have any questions, please reach out
to me directly at ******************.

Sincerely,

Kimberly A**

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Customer Answer

Complaint statuses

Business Response

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